Hi,

Through my new role I am becoming more and more exposed to customer portals that my company provide to their customers, to allow them to place orders and raise support tickets etc.

My company seem very reactive, when it comes to making changes and developments to these portals. It seems to be driven by which customer complains the most and what they want adding to these portals, rather than proactively investigating functionality enhancements and new features that the customers may need.

I am carrying out my own research into how customer web portals have been developed in various companies throughout the world, basically just looking into what functionality they have developed, what is new within the customer service industry, what techniques and functions will be used in the coming years etc. Basically I am trying to get ahead of the game.  

Does anyone on here have any white papers on the development and use of web portals or can point me in the right direction of where I might find some useful resources?

Many Thanks